Олег Онопрієнко AI Eng 23 October 2025, 12:02

AI consultant "Diia" independently conducted over 500,000 dialogues with citizens

The artificial intelligence of the Diia support team already processes 85% of user requests on its own, leaving only the most complex cases to operators.

Leave a comment

AI consultant "Diia" independently conducted over 500,000 dialogues with citizens

The artificial intelligence of the Diia support team already processes 85% of user requests on its own, leaving only the most complex cases to operators.

First Deputy Prime Minister of Ukraine Mykhailo Fedorov reported on his Telegram channel that the AI consultant of the "Diya" support team conducted over half a million dialogues with users and independently processed 85% of citizens' requests.

According to the head of the Ministry of Digital Affairs, the AI consultant recognizes products, problems, and understands the context. Thanks to this, operators can focus on more complex requests.

The AI assistant in Diya only started working in June of this year. In July, it already closed 198,164 requests out of 251,627. Of these, 27,800 were closed without operator participation .

"AI works 24/7 and independently responded to 350+ thousand dialogues. The case of "operators busy" decreased from 5–7% to less than 0.01%," Fedorov reported on the latest achievements of the AI assistant.

He added that operators handle only 10–15% of unique complex calls. Their workload has decreased by 79% to 17,000 unique conversations.